IT Support Team Lead Contrat : CDI

HCLTech is a global technology company, home to more than 223 000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending March 2025 totaled $13.8B. To learn how we can supercharge progress for you, visit hcltech.com.

We have been recognized as a Global Top Employer by the Top Employers Institute for the second time in a row for outstanding HR policies and best practices worldwide. We have also been certified as a Top Employer in 26 countries across three regions, Asia Pacific, Europe & Africa and North America.

These accolades re-affirm our commitment to our people by helping them maximize their potential and building an inclusive and progressive workplace that help our employees find their spark. To learn how we can supercharge progress for you, visit hcltech.com/careers.

HCLTech 's Global Delivery center in Morocco was launched in 2022, currently developing our tech presence in Sala Al Jadida (Technopolis Rabat Shore).

HCLTech received "Feel Good" 2024 label at the 2024 Employer Brand ceremony for having a transparent communication around their corporate culture.

Main Responsibilities:

• Assist in the day-to-day management of the IT Support team to ensure effective incident resolution.
• Coordinate tasks and workload within the Level 1 and Level 2 support teams.
• Escalate complex issues to higher support levels or external vendors when necessary.
• Contribute to the analysis of recurring incidents and support process improvements.
• Maintain and update internal procedures and knowledge base articles.
• Support the implementation of ITIL best practices across the support function.

Daily Activities:

• Monitor support tickets to ensure timely and accurate resolution.
• Provide daily guidance and support to technicians, promoting a positive team environment.
• Organize regular team check-ins to share updates, priorities, and best practices.
• Help onboard new team members and identify training needs.
• Collaborate with other IT teams to ensure coordinated issue resolution.

Soft Skills:

• Strong communication and teamwork abilities.
• Customer-oriented with a problem-solving mindset.
• Organized, dependable, and detail-oriented.
• Ability to work in a fast-paced and dynamic environment.

Technical Requirements:

• Solid understanding of Windows environments, Microsoft Office suite, basic network troubleshooting, antivirus, and firewall tools.
• Experience with ticketing systems and familiarity with ITIL practices.
• Ability to track performance indicators and follow up on operational tasks.

Language Requirements:

• Excellent proficiency in both English and French (spoken and written).